First, please contact us by email or by phone on 020 7619 2601 to let us know.
If the item is faulty or damaged when it arrives with you, then you can of course return it free of charge within 30 days for an exchange or full refund for the products.
If you change your mind about an item, under the Distance Selling Regulations we will issue a full refund once the goods have been returned. Please contact the Cass Art Customer Care Team either through the message section of your online account, by email or by phone on 020 7619 2601 to register your return within 14 working days from the day following delivery of your goods. We will then be able to organise for the items to be returned to us.
When you contact us about a return, we’ll issue you with a Returns Number; please mark this clearly on the package so that we can deal with your return as quickly as possible. We’ll also let you know whether your return needs to be collected by a courier or can be sent by Royal Mail. When returning items by Royal Mail, please obtain a free Certificate of Posting from a Post Office, as we can’t accept responsibility for any items until they have been checked into our warehouse. You can also use Recorded Delivery, which offers insurance cover.
Please allow 28 days from the date returned goods are checked into our warehouse for a refund to be processed.
If you decide to return your products to a Cass Art shop, please ensure you bring the dispatch note that came with your order. For security purposes we will need to see a form of identification.
If you have paid via PayPal you can still return your items to store but the refund will be processed Monday – Friday during customer service opening hours 9am -5pm (excluding Bank Holidays).
For more information about Distance Selling Regulations, click here